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Quadient Blog

Connecting ideas and people.

A problem a decade in the making: are you “Digital First” or “Digital Only”?

Posted by Andrew Stevens on Středa, Červenec 25, 2018 - 22:51

I was clearing out the family storage room recently and found my old work notebooks from my past life in financial services. Flicking through them, I discovered that I’m just about to pass the tenth anniversary of the first time I heard of a now famous (or infamous, depending on your point of view) concept for technology in the banking world. 

Not-so-lovely spam, not-so-wonderful spam

Posted by Tim Dimond-Brown on Pondělí, Červenec 23, 2018 - 20:54

For a word that was only coined in 1937, “spam” has had an interesting journey – from canned food, via Monty Python sketch, to one of the major consumer irritations of the digital age. Businesses are feeling the stress of spam too – and not just because they’re also on the receiving end. Organisations that exist purely to spam consumers with irrelevant messages help give all customer communications a bad name – and make consumers more wary of relevant, useful information from scrupulous organisations.

Employee engagement: the key ingredient to having your CX cake and eating it too

Posted by Tim Dimond-Brown on Pondělí, Červenec 23, 2018 - 20:00

There are a lot of elements to the customer experience (CX) process, from recording customer data to running CRM systems. It’s like baking a cake: the operation cannot succeed without all the right ingredients, and failing to follow the recipe could lead to disaster. 

Moving to a digital experience will pay dividends for financial institutions

Posted by Andrew Stevens on Čtvrtek, Červenec 19, 2018 - 14:46

Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations.

According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.

“If you can’t keep pace,” Peter Wannemacher warns, “you risk becoming irrelevant which could impact your organization’s growth and sustainability.”

CCM as part of the larger digital experience ecosystem

Posted by Scott Draeger on Čtvrtek, Červenec 12, 2018 - 16:18

I know you expect a lot from Quadient. We’ve been busy since the launch of R12 in May. The PMM team finished the FMAP (First Mover Advantage Program) release 12.2 and scoped the 12.3 FMAP to advance the roadmap we’ve been bringing to you for the past few years. We’ve been innovating by following your applications, listening to the people in your organization, and adjusting our approach to make it easier for you to communicate with your clients. 

Omni-channel data calls for a 360-degree customer view

Posted by Esther Labrie on Čtvrtek, Červen 21, 2018 - 21:01

Without an accurate and complete view of the customer, organizations struggle to address their (future) customer properly. Data issues get in the way of understanding customer preferences, tailoring communications, responding quickly and, ultimately, optimizing the customer experience (CX). To fully leverage data as a strategic business asset, the organization must put data at the center of the CX technology ecosystem. To do that you have to be able to capture and leverage customer data from every channel. 

Insurance companies face an Amazonian threat – but does it demand a herculean reaction?

Posted by Simon Perry on Středa, Červen 20, 2018 - 23:31

These are potentially trying times for the insurance industry. Commoditisation has caused a race to the bottom for some, with price comparison sites increasing the incentive to compete by offering customers the lowest possible price – even if this results in a worse customer experience overall, especially in the event they have to claim. 

Quadient June eNews

Posted by Rob Daleman on Čtvrtek, Červen 7, 2018 - 20:00

A lot of exciting news this month - including the launch of our new Inspire R12 release and Digital Advantage Suite.  We have also opened up registration and call for speakers for the 2018 Inspire Days Quadient users conference.  See below for information on upcoming training and new content available on Quadient.com.

Omni-channel execution from a single UI!

Posted by Scott Draeger on Středa, Květen 23, 2018 - 23:11

At Quadient, we learn by listening. As our customers have been adding channels to their installations, they have been facing production stream management challenges. When customer preference collides with bounce backs and other undelivered messages, business users often have to track down pieces in several production systems (print, web, email, SMS, etc) to find the problem. This is often so much trouble, that business users choose to not support the channels customers love, which impacts CX negatively. 

Is the Chief Growth Officer the new CMO?

Posted by Tamir Sigal on Úterý, Květen 1, 2018 - 15:32

Disruption is the new normal in almost every industry.  In a recent survey by KPMG, 74% of CEOs stated that their organizations are actively disrupting the sector in which they operate, and 65% see disruption as an opportunity rather than a threat.

 

Attitudes on Business graphic

 

Why customer retention deserves your attention

Posted by Scott Draeger on Čtvrtek, Duben 26, 2018 - 16:14

Why customer retention deserves your attention

In a study by Sitecore and Forbes Insights, the top marketing priority for 58% of respondents was attracting new customers. 40% cited their top priority as turning current customers into customers for life.  

What the study didn’t indicate was that those 58% who are focused on attracting new customers are making a mistake.

How to deal with the forces impacting your CX

Posted by Arianna Valentini on Úterý, Duben 17, 2018 - 20:20
Think about the last time you had a bad customer experience - what did you do? Did you lodge a complaint with the organization or just tolerate the interaction? Maybe you simply switched to a competitor after that bad experience. Leaving is now the norm, according to a recent European study an average of 76% of consumers said they would leave a business if it didn’t meet their customer experience standards. The “disappearing customer” is the result of customer experiences falling short once someone enters your doors. The impact of this to your business is lasting and possibly damaging.

Executives Are Turning to Customer Experience as a Differentiator

Posted by Rob Daleman on Pondělí, Duben 16, 2018 - 23:15

Think about your enterprise and how you might have a bigger impact in your market today.  If you were to change one major item about your offering to market, to better compete and grow your market share, what would it be?  More diverse product offerings, cloud-based delivery models, lower prices, a faster supply chain? 

Quadient selected to speak at the National Postal Forum, May 6-9 in San Antonio, Texas

Posted by Alexander Murcia on Čtvrtek, Duben 12, 2018 - 18:47

The National Postal Forum (NPF) is well known to be a great event for educational sessions and networking. Quadient is proud to have several speakers and educational workshop sessions selected for this year’s NPF in San Antonio, Texas, May 6-9.

As you review the matrix of educational sessions available, be sure to work the following sessions into your busy schedule:

SP Transformation Day - The Service Provider Maturity Model

Posted by Didier Rouillard on Středa, Duben 11, 2018 - 22:14
Enterprises today are facing growing pressure from customers to digitize and streamline their processes and move from multi-channel to omnichannel platforms providing them with a better experience. Findings from the market suggest that print communication is moving in an interesting direction including packaging, labelling and 3D print. The future of print seems to be disconnected from the applications that traditional Service Providers (SP’s) are providing today – namely direct mail and transactional documents – when aligned with the objective for the enterprise to communicate and engage with their customers.Where should enterprises focus?

Dear (First Name) - It's Time to Get Personal

Posted by Rob Daleman on Pondělí, Březen 12, 2018 - 16:05

A friend of mine once worked for a large manufacturing company in a very competitive industry. Many of the company’s customers had been long-time clients—some for over a decade and more. 

When I asked my friend what the company’s secret was, he said it was the owner and his belief in the personal touch.  

Measuring Results is the Key to Nailing Down Future CX Program Success

Posted by Tamir Sigal on Úterý, Únor 20, 2018 - 20:42

I’ve been known to tackle the odd home improvement project around my place. If you’re the same then you’re probably familiar with the old adage “measure twice, cut once”. 

For those of you who are handyman-challenged this power tool proverb simply means that before firing up the circular saw and cutting that piece of wood, double-check your measurements for accuracy otherwise you could make a wrong cut and waste material, money and time.

The importance of accurate measurements can also be applied to a company’s CX program.

Clear and proactive communication: A purr-fect response to emotional support pet requests

Posted by Tim Dimond-Brown on Pátek, Únor 16, 2018 - 22:14

There have been lots of headlines about people bringing ‘emotional support pets’ - such as ducks and pigs - on aeroplanes recently. As this is a very visual story, it’s little wonder that these images of animals on flights have been going viral, with a huge amount of shares on social media sites. 

Three steps for great airline customer communication during turbulent periods

Posted by Tim Dimond-Brown on Pátek, Únor 16, 2018 - 21:17

The first few months of the New Year are traditionally busy ones for the travel industry, with many airlines touting special offers as people begin to dream of sitting by the pool on a summer holiday. Of course the majority of holiday plans are executed without a hitch, but just as there can be no guarantees that the weather will be warm and sunny, there is no way for airlines to forecast and prevent potential delays and cancellations that may lay ahead. 

The Service Provider Digital Transformation Model

Posted by Rob Daleman on Úterý, Únor 13, 2018 - 19:41

We've heard it before - the democratization of IT and the prevalence of mobile technology has fundamentally changed consumer behavior and expectations.  

In addition, businesses are struggling to keep up with the rapid growth in data while adhering to new legislation.  How many are caught in an innovator's dilemma?   (https://hbr.org/2011/11/why-does-the-innovators-dilemm).